Case Study: Castle Water achieves 400% increase in online payments and enhanced customer self‑service with Squiz

Delivering Cost Reductions and Quality Customer Care via Digital Channels

Castle Water, the UK’s leading independent business water supplier, faced an ageing website and CMS, a closed payment system that couldn’t reconcile payments and reference numbers, and dispersed content that made it hard for customers to find information—driving manual finance work and increased customer contact. To address this, Castle Water appointed Squiz (Squiz Consulting and the Squiz Digital Experience Platform) to redesign their digital presence and scale online self‑service.

Squiz delivered a new website with a simple, scalable CMS, implemented Funnelback search and a new payment system that indexes, filters and reconciles payments. After launch the site was faster with SEO gains and saw a four‑fold (400%) increase in online payments within weeks, with all online payments now validated; Castle Water will continue working with Squiz to expand personalization and self‑service in phase two.

Castle Water

David Bain

Director of Digital & Marketing